Inside Sales Representative

Columbia Forest Products•Old Fort, NC

About The Position

Columbia Forest Products is seeking an Inside Sales Representative (ISR) to build strong customer relationships through responsive service and support. The ISR answers inquiries, provides product information, processes orders, and resolves customer concerns. Working with Field Sales Representatives (FSRs), the ISR helps deliver exceptional service and maintain high customer satisfaction. Reporting to the Lead ISR, this role identifies and meets customer needs while helping orders received through phone, fax, email, and other channels move through manufacturing efficiently. The priority is to create a positive experience in every interaction with internal and external customers. The ISR manages customer service, sales inquiries, orders, claims, and related communications. The role provides accurate information about products, services, policies, pricing, availability, and lead times; coordinates with internal teams on orders and shipment status; and supports customers with product questions and troubleshooting. The ISR also documents customer interactions in the CRM system, reviews service data and feedback, and shares insights to help improve products, services, and business processes.

Requirements

0–2 years of customer service, sales support, administrative, or related experience.
Strong verbal and written communication skills.
Proficiency with Microsoft Office, including Outlook, Word, and Excel, and ability to learn new software systems.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Positive attitude and commitment to providing excellent customer service.
Ability to work effectively with customers and cross-functional teams.

Nice To Haves

Bachelor's degree in Business, Communications, Supply Chain, Marketing, or a related field.
Equivalent customer service or sales support experience may be considered in place of the preferred degree.

Responsibilities

Respond promptly and professionally to customer inquiries received by phone, email, or chat, and manage sales inquiries across customer segments.
Support Field Sales Representatives and act as a liaison among customers, sales, and manufacturing.
Build customer relationships by listening to customer needs and concerns and responding effectively.
Provide accurate information about products, services, policies, and procedures, and resolve customer issues or escalate complex matters when appropriate.
Communicate current pricing, product availability, and lead times to customers.
Process orders, claims, credits, and refunds accurately and efficiently.
Coordinate with internal departments to track orders and resolve delivery, invoicing, and claims-related issues.
Review order acknowledgments for accuracy and follow up promptly on outstanding quotes.
Maintain current knowledge of pricing structures and typical margins for assigned customer accounts.
Collaborate daily with shipping teams to communicate scheduled shipment dates and provide freight status updates as needed.
Develop and maintain thorough knowledge of products, features, benefits, applications, and company policies.
Assist with product troubleshooting and technical inquiries, involving technical experts when necessary.
Educate customers about proper product use, handling, care, and best practices.
Maintain awareness of manufacturing capabilities through regular exposure to plant operations and processes.
Accurately document customer interactions, inquiries, and resolutions in the CRM system.
Analyze customer service data to identify trends, risks, and opportunities for improvement.
Share customer feedback and insights with appropriate teams to improve products, services, and business processes.